Term and condition

Luggo provides luggage pickup, temporary storage, handling, transport, and redelivery, subject to service availability and route coverage.

Depending on the booking, Luggo may offer:

• same-city luggage pickup and delivery;
• short-term or longer-term luggage storage;
• hotel, airport, apartment, office, or station pickup and drop-off; and
• selected inter-city or special-route luggage transport.

Some services may be carried out directly by Luggo, while others may be handled through approved logistics or transport partners.

Customers may place a booking through Luggo’s official channels, including the website, messaging platforms, social media pages, or customer support.

To arrange the service, Luggo will usually need:

• collection and return details;
• service timing;
• number and type of items;
• storage duration, if any; and
• any important access or handling notes.

A booking is only considered confirmed once Luggo has expressly accepted it through an official communication channel.

Luggo may decline a booking where:

• the service is unavailable;
• the information provided is incomplete or inaccurate;
• the luggage appears unsuitable for handling or storage; or
• the booking cannot be completed safely, reasonably, or lawfully.

Customers may request changes, rescheduling, or cancellation, subject to availability and Luggo’s approval.

Depending on the timing and circumstances, Luggo may apply reasonable charges for:

• waiting time;
• last-minute changes;
• rescheduling;
• repeated delivery attempts; or
• other additional handling required by the revised arrangement.

Luggo may also delay, reschedule, or cancel a service where reasonably necessary due to traffic, severe weather, transport disruption, staff availability, safety concerns, force majeure, or other events outside Luggo’s reasonable control.

Luggo’s pricing is based on the practical details of each booking, including:

• pickup and delivery area;
• service timing;
• storage duration;
• number of items;
• luggage size, weight, and category;
• service plan, where applicable; and
• any special access, route, manpower, or handling requirements.

All quotes are based on the details provided at the time of booking. If the actual service requirements are materially different, Luggo may revise the quoted fee.

Additional charges may apply where relevant, including for:

• undeclared oversized or heavy items;
• inaccurate location or access information;
• waiting time beyond any complimentary period;
• stairs, difficult access, or building restrictions;
• extended storage;
• repeated delivery attempts; or
• additional labour, special equipment, or unusual handling.

Where reasonably practicable, Luggo will notify the customer before proceeding with a material price adjustment.

Payment may be made using the methods accepted by Luggo from time to time, including bank transfer, payment link, card payment, cash at pickup, or other approved methods.

Depending on the service type, Luggo may require:

• full payment in advance;
• partial payment;
• a deposit;
• payment at pickup; or
• payment before delivery.

If payment is overdue, Luggo may suspend performance, withhold delivery, refuse a storage extension, or apply reasonable related charges to the extent permitted by law.

Luggo accepts most common travel items, including suitcases, backpacks, duffel bags, and similar personal travel luggage.

Depending on operational needs, luggage may be grouped into categories such as:

• small luggage (cabin size, < 12kg)
• standard luggage (checked luggage size, < 23kg)
• oversized luggage (checked luggage size, < 32kg)
• out-of-format or special-handling items.

Items that are unusually heavy, oversized, irregularly shaped, delicate, or of special value should be declared in advance.

Customers must accurately declare the number, general nature, and relevant characteristics of the luggage.

If the actual items differ materially from the booking description, Luggo may:

• reclassify the luggage;
• revise the price;
• request a different service arrangement; or
• refuse the service where the booking is no longer suitable for normal handling.

At pickup, Luggo may inspect the exterior condition of the luggage and may record or photograph the outside of the items for identification, handling control, and dispute-resolution purposes.

Luggo may also attach a tag, seal, label, QR code, barcode, or similar identifier to help:

• link the item to the booking;
• reduce the risk of mix-up or loss;
• support storage handling; and
• assist with verification at delivery.

Unless otherwise agreed, Luggo does not undertake to inspect the internal contents of the luggage. However, Luggo may inspect or isolate an item where reasonably necessary for legal compliance, safety, suspected leakage, odor, damage risk, or serious claim verification.

During the storage period, luggage may be stored at a warehouse, holding point, or secured area operated by Luggo or an authorized partner.

Luggo may apply reasonable security measures such as:

• controlled access;
• monitoring systems;
• item tagging;
• release verification; and
• internal tracking procedures.

Only authorized personnel may access stored luggage, except where access is required for legal, safety, emergency, or operational reasons.

Luggo will use reasonable efforts to deliver the luggage to the agreed location within the confirmed timeframe or delivery window.

Delivery may be made to:

• the customer;
• a named recipient;
• hotel reception or concierge;
• building management; or
• another person reasonably believed to be authorized based on the instructions provided.

If delivery cannot be completed because the customer is absent, delayed, unreachable, or has provided incorrect or impractical delivery details, Luggo may reschedule the service, return the luggage to storage, or apply additional fees.

Luggo may offer selected inter-city, airport-to-city, province-to-province, or special-route services depending on operational availability.

These services may be carried out by:

• Luggo’s own team and vehicles; or
• approved third-party logistics or transport partners.

Pricing for these services may depend on distance, timing, vehicle type, manpower, route complexity, and luggage volume.

A Luggage Loss incident means a bag is confirmed:

• missing;
• unlocatable;
• stolen; or
• destroyed beyond recovery

A bag will not be treated as officially lost immediately after a missed or delayed delivery. Luggo will first complete internal tracing, warehouse checks, route verification, partner follow-up, and other reasonable recovery procedures.

A Luggage Loss case will only be confirmed after 48 hours from the scheduled delivery time, unless Luggo determines earlier that the luggage cannot reasonably be recovered.

If the luggage is found after being reported as lost, Luggo will arrange delivery to a reasonable location requested by the customer.

In that case:

• Luggo will cover the additional delivery and operational costs related to that recovery delivery; and
• Luggo will refund 100% of the original service fee paid for that booking as compensation for the inconvenience caused.

Luggo offers two protection levels depending on the service plan selected at booking:

• Basic: includes insurance coverage of up to 300 USD or 8 Million VND per bag; 1,000 USD USD or 26 Million VND per booking
• Flexible: available for upgrade with 162,000 VND/ bag , includes insurance coverage of up to 600 USD or 16 Million VND per bag; 2,000 USD or 52 Million VND per booking.
• If Luggo confirms that the luggage is lost, and Luggo is responsible under the applicable service terms, the customer will receive:
  • a refund of 100% of the original service fee; and
  • compensation based on the selected service plan, subject to claim review, supporting evidence, and applicable limits.

Coverage applies per bag and only to incidents classified as Luggage Loss under this policy.

A Partial Damage incident means the luggage is delivered but shows visible physical damage while in Luggo’s custody or at the time of delivery.

This may include:

• scratches;
• dents;
• torn fabric;
• damaged handles;
• broken zipper pullers;
• damaged locks;
• wheel issues; or
• frame deformation.

Partial Damage generally refers to damage affecting the exterior appearance or functional parts of the bag, without automatically meaning the contents inside are also damaged.

Each Partial Damage case is reviewed individually based on:

• the type and severity of the damage;
• the overall condition and age of the bag;
• whether the issue is cosmetic, functional, or major;
• the supporting evidence provided; and
• the actual impact on usability.

Partial Damage does not automatically qualify for compensation up to the luggage loss coverage limit.

Examples may include:

Cosmetic or visual damage

• scratches;
• scuffs;
• minor dents;
• fabric marks;
• small tears; or
• handle grip damage.

Functional damage

• broken zipper pullers;
• damaged locks;
• wheel stiffness;
• wheel malfunction; or
• other issues affecting normal use.

Major functional damage

• severe frame bending;
• complete wheel breakage;
• major tears affecting usability; or
• structural damage that makes the bag no longer reasonably usable for travel.

Depending on the case, Luggo may offer a reasonable partial refund, repair support, or other appropriate resolution.

Customers should inspect their luggage promptly upon delivery or release.

Any visible loss, shortage, mix-up, or damage should be reported as soon as reasonably possible, and no later than 24 hours after delivery or release.

Any non-visible issue should be reported no later than 3 calendar days after delivery or release.

Claims should be submitted in writing with supporting evidence, such as:

• booking details;
• photos;
• a description of the issue; and
• proof of value where relevant.

Luggo does not accept compensation claims based on sentimental value, inconvenience, unsupported value estimates, or indirect or consequential losses, except where mandatory law provides otherwise.

5.1. Accurate booking details

Customers are responsible for providing accurate and complete booking information, including the service details needed for Luggo to carry out pickup, storage, and delivery correctly.

5.2. Packing and handover

Customers must ensure that:

• the luggage is properly packed;
• the luggage is safe to handle under normal transport and storage conditions;
• the items handed over match the booking details; and
• the person handing over or receiving the luggage is authorized to do so.

5.3 Access and availability

Customers should make sure that:

• someone is available at the agreed pickup and delivery times, where required;
• building rules, gate codes, concierge instructions, and access limitations are communicated clearly; and
• Luggo is informed promptly of any issue that may affect collection, storage, delivery, or redelivery.

5.4 Special items

Fragile, unusually heavy, oversized, irregularly shaped, or special-value items must be declared in advance. Undeclared special items may lead to repricing, service refusal, or limited liability if a problem occurs.

LUGGO is not responsible for the contents inside the luggage, which must be properly packaged for transport and storage.

LUGGO does not accept for storage, handling, pickup, transport, or delivery any of the following items:

• Narcotic drugs, psychotropic substances, stimulants, and related precursors or chemicals used in the manufacture of narcotic substances, including substances used for medical or scientific research purposes.
• Weapons, ammunition, military clothing and equipment, military-use supplies, and specialized technical equipment of the armed forces.
• Sharp objects and crude weapons, including but not limited to daggers, machetes, spears, swords, lances, sporting weapons, support tools, and any other items with similar features or functions.
• Publications, documents, maps, or other materials and objects containing content that incites unrest, undermines national security, disrupts national unity, or opposes the Socialist Republic of Vietnam, including without limitation materials or maps that misrepresent or distort the sovereignty, territorial integrity, or unity of the Socialist Republic of Vietnam.
• Explosive or flammable substances or items; toxic substances; radioactive substances; disease-causing microorganisms; and any other dangerous, unhygienic, or environmentally polluting substances or materials, including those used in medicine or scientific research.
• Reactionary, obscene, depraved, superstitious, or otherwise socially immoral materials, or materials contrary to Vietnamese cultural traditions and social ethics, or harmful to aesthetic or moral education and personal character.
• Smuggled tobacco materials and tobacco products, including but not limited to cigarettes, cigars, shredded tobacco, pipe tobacco, herbal smoking products, electronic cigarettes, and other finished tobacco products.
• Toxic or hazardous chemicals, including but not limited to pepper spray, high-acid cleaning agents or bleach, and veterinary drugs or plant protection chemicals that are banned or not yet permitted for use in Vietnam.
• Fireworks of all kinds, including but not limited to fireworks, firecrackers, sparklers, flares, and similar pyrotechnic items.
• Live animals or other living organisms; forest plants; endangered, precious, or rare flora and fauna; and food or perishable items requiring controlled preservation or refrigeration.
• Vietnamese Dong, foreign currency, negotiable instruments, valuables equivalent to money, VAT invoices, non-reissuable documents, and original personal identification papers, diplomas, certificates, or similar documents.
• Documents and artifacts belonging to historical relics, cultural heritage sites, or museums, including but not limited to stele inscriptions, family genealogies, and antique coins.
• Precious metals and gemstones in raw or bulk form, including but not limited to gold, silver, and precious stones in the form of bars, blocks, slabs, or pieces.
• Any other goods or items prohibited from circulation, export, import, entry into the destination country, or transport by post under the laws of Vietnam or any applicable international treaty to which the Socialist Republic of Vietnam is a party from time to time.

Luggo may refuse, suspend, reschedule, reprice, or cancel a service where:

• the actual luggage differs materially from the declared information;
• the service cannot be performed safely, reasonably, or lawfully;
• payment is not made when due;
• the luggage is unsuitable for ordinary handling or storage; or
• Luggo is required to act by law, authority request, safety necessity, or operational necessity.

Luggo will use reasonable care in handling, storing, and transporting luggage accepted under a confirmed booking.

However, Luggo is not an insurer of the luggage and does not guarantee against all risk of loss, theft, delay, damage, or deterioration.

To the extent permitted by applicable law, Luggo may not be responsible for loss, delay, or damage arising from:

• inaccurate or incomplete customer instructions;
• undeclared fragile, valuable, or special items;
• poor packing, concealed defects, or inherent fragility;
• ordinary wear and tear, scratches, dents, zipper issues, wheel damage, or pre-existing defects not caused by Luggo’s proven mishandling;
• third parties not under Luggo’s direct control;
• weather, traffic, road closures, public events, official orders, transport disruptions, or other events outside Luggo’s reasonable control; or
• delivery made according to the customer’s instructions to an authorized person or location.

If luggage is not collected, accepted for delivery, or otherwise dealt with within a reasonable period after notice, Luggo may continue storage subject to additional charges.

If luggage remains uncollected for an extended period and the customer cannot be contacted despite reasonable efforts, Luggo may take further lawful action, including retention, inventory, disposal, transfer, or other measures permitted by law.

7.4 Governing law and disputes

This policy and Luggo’s service terms are governed by the laws of the Socialist Republic of Vietnam. Any dispute should first be addressed through good-faith discussion. If it cannot be resolved that way, either party may refer the matter to the competent court in Vietnam, unless otherwise agreed in writing.

7.5 Policy updates

Luggo may update this policy from time to time to reflect operational, service, or legal changes. The latest version published through Luggo’s official channels will apply from its stated

Luggo / BoxLok
Address: 108 Street # 69CL, Cat Lai Ward, Ho Chi Minh City
Email: luggo.vn@gmail.com
Hotline / WhatsApp: +84 966 23 21 22
Website: www.luggo.vn

This Privacy Policy and Personal Data Protection Policy (“Policy”) sets out how Luggo collects, records, stores, uses, shares, transfers, protects, retains, and otherwise processes personal data of customers, recipients, contact persons, website/app users, and other relevant individuals in connection with Luggo’s luggage storage, pickup, transport, and delivery services.

This Policy applies to all personal data processed by Luggo by electronic, semi-electronic, or manual means in connection with its business operations.

This Policy is prepared in accordance with the laws of Vietnam, including but not limited to:

• the Law on Personal Data Protection No. 91/2025/QH15, effective from January 1, 2026;
• Decree No. 356/2025/ND-CP, detailing a number of articles of and measures for implementation of the Law on Personal Data Protection, effective from January 1, 2026;
• the Law on Protection of Consumers’ Rights 2023;
• the Law on Electronic Transactions 2023;
• the Law on Cybersecurity 2018; and
• other applicable laws and regulations of Vietnam from time to time.

For the purposes of this Policy:

• Personal Data means information in the form of symbols, letters, numbers, images, sounds, or similar forms in the electronic environment that is associated with a specific person or helps identify a specific person.
• Data Subject means the individual to whom the Personal Data relates.
• Processing of Personal Data means one or more activities affecting Personal Data, including collection, recording, analysis, confirmation, storage, editing, disclosure, combination, access, retrieval, recovery, encryption, decryption, copying, sharing, transmission, provision, transfer, deletion, destruction, or other relevant actions.
• Luggo means the personal data controller or personal data controller-cum-processor, as applicable in each case.
• Processor means any organization or individual that processes Personal Data on behalf of Luggo under a lawful agreement or arrangement.

Depending on the service and channel of interaction, Luggo may collect part or all of the following categories of Personal Data:

8.4.1 Identity and Contact Data

• full name;
• phone number;
• email address;
• nationality;
• emergency contact or alternate recipient details;
• social media account name or chat ID where the customer contacts Luggo through a third-party platform.

8.4.2 Booking and Service Fulfilment Data

• pickup address, drop-off address, hotel, airport, train station, apartment, office, or other relevant location;
• pickup and delivery time;
• booking number, order reference, and flight or travel details if provided by the customer;
• number of items, approximate size, and type of luggage or bag;
• photos of luggage, luggage tags, and external condition of the luggage;
• operational notes, special requests, and customer support history.

8.4.3 Payment and Transaction Data

• payment details, transaction amount, and payment history;
• invoicing details, company name, tax code, and billing address where requested;
• payment reconciliation data received from payment gateways, banks, or payment service providers.

8.4.4 Technical and Digital Data

• IP address, device type, operating system, and browser type;
• cookies, access logs, device identifiers, access time, and user interactions on the website or application;
• approximate geolocation or live location data where necessary for operational coordination and where location sharing is enabled by the customer.

8.4.5 CCTV and Security Data

• CCTV footage recorded at warehouses, pickup/drop-off points, and operating areas;
• images of delivery staff, customers, or authorized recipients appearing within CCTV coverage;
• records, photographs, or videos used to verify luggage condition, incidents, loss, disputes, or complaints.

8.4.6 Other Data

Luggo does not intentionally request sensitive personal data beyond what is necessary for the provision of services. If a customer voluntarily provides sensitive data or special documents, Luggo will process such data only on an appropriate legal basis, within the necessary scope, and with enhanced safeguards where required by law.

Luggo may collect Personal Data from the following sources:

• directly from customers when they make bookings, fill in forms, chat, call, email, or interact with Luggo in person;
• from alternate senders, recipients, hotel reception staff, accommodation providers, or other persons designated by the customer;
• from Luggo’s website, mobile application, social media channels, chatbot, and payment systems;
• from CCTV systems, operational logs, and pickup/delivery records generated during service performance; and
• from competent state authorities or other lawful third parties where required for verification, dispute handling, or legal compliance.

Luggo may process Personal Data for one or more of the following purposes:

• receiving enquiries, providing consultations, quotations, and booking confirmations;
• creating, managing, and performing luggage pickup, storage, transport, and return services;
• verifying the identity of the owner, sender, recipient, or authorized representative;
• contacting customers regarding scheduling, timing changes, address confirmation, or service-related issues;
• tracking order handling, warehouse management, labeling, inventory control, and delivery reconciliation;
• recording the external condition of luggage before, during, and after storage or transport;
• processing payments, refunds, invoices, and receivables;
• handling complaints, claims, compensation, disputes, loss, misdelivery, or service incidents;
• ensuring security and safety of property, preventing fraud, impersonation, or abuse of services;
• complying with legal obligations and lawful requests from competent authorities;
• sending service notifications, customer care communications, and feedback surveys;
• sending promotional materials, offers, or service updates where there is a lawful basis to do so; and
• conducting analytics, reporting, service improvement, and operational enhancement.

Luggo processes Personal Data on one or more legal grounds permitted under Vietnamese law, including:

• the valid consent of the Data Subject;
• necessity for entering into or performing a contract or service requested by the Data Subject;
• necessity for Luggo to comply with legal obligations;
• necessity to protect the lawful rights and interests of Luggo or the Data Subject in accordance with law;
• necessity for activities of competent state authorities as prescribed by law; or
• other lawful grounds as permitted under applicable Vietnamese law. The current legal framework is set by the 2025 Law and its implementing Decree.

Luggo does not sell Personal Data unlawfully. Luggo may share Personal Data only to the extent necessary and for legitimate purposes with the following parties:

• Luggo’s internal personnel, including operations, customer service, accounting, warehouse, and delivery teams;
• transportation partners, drivers, couriers, and warehouse partners;
• technology service providers, including order management software, cloud storage providers, CRM systems, phone systems, email and messaging service providers;
• payment gateways, banks, and intermediaries;
• insurers, adjusters, lawyers, consultants, and auditors where necessary;
• hotels, front desk staff, building management, or other third parties designated by the customer for pickup or delivery coordination; and
• competent state authorities or other parties where required by law.

Luggo requires relevant third parties to process Personal Data within the agreed scope, for lawful purposes, and subject to confidentiality and data protection obligations.

Where Luggo uses servers, software, platforms, or service providers with infrastructure located outside Vietnam, Personal Data may be stored, backed up, or processed outside Vietnam to the extent necessary for business operations.

Where cross-border transfer of Personal Data falls within a category regulated by Vietnamese law, Luggo shall comply with the applicable legal requirements, including relevant protection measures, documentation, procedures, or reporting obligations. Decree 356/2025/ND-CP expressly addresses compliance requirements relating to personal data processing and cross-border transfer impact dossiers.

Luggo retains Personal Data for as long as necessary for the relevant processing purposes, unless a longer period is required or permitted by law, or is reasonably necessary to:

• complete the service;
• resolve complaints, disputes, or compensation claims;
• comply with tax, accounting, and invoicing obligations;
• support audits, inspections, or investigations; or
• protect Luggo’s lawful rights and interests.

Once the retention period expires, or when the purpose of processing has been fulfilled and there is no further legal basis for retention, Luggo will delete, destroy, or anonymize the relevant Personal Data in accordance with applicable law and internal procedures.

Subject to applicable Vietnamese law, Data Subjects may have the following rights:

• the right to be informed about the processing of their Personal Data;
• the right to give or withhold consent;
• the right to withdraw consent;
• the right to access, review, correct, or request updates to Personal Data;
• the right to request restriction of processing in certain cases;
• the right to request deletion of Personal Data where legally applicable;
• the right to object to processing for certain purposes in accordance with law;
• the right to complain, denounce violations, initiate legal action, or claim compensation for damage; and
• other rights as provided by Vietnamese law. The new 2025 Law is the operative framework for these rights from January 1, 2026.

To exercise these rights, Data Subjects may contact Luggo using the contact details set out in Section 16. Luggo may request identity verification before processing a request in order to protect Personal Data and prevent unauthorized access.

Data Subjects are responsible for:

• providing accurate, complete, and lawful information;
• safeguarding their account credentials, verification codes, and access devices;
• not providing another person’s data without lawful authority;
• promptly notifying Luggo if they become aware of unauthorized access, disclosure, or misuse of their Personal Data; and
• complying with applicable law and Luggo’s terms and conditions.

Luggo implements appropriate administrative, technical, and operational safeguards to protect Personal Data, including but not limited to:

• role-based access control;
• limiting access to customer, order, warehouse, and payment data;
• password protection, authentication, encryption, or equivalent technical measures;
• logging, monitoring, and abnormal access detection;
• procedures for handling luggage photos, labels, handover records, and CCTV data;
• staff and contractor training on confidentiality and personal data protection;
• confidentiality obligations with employees and relevant third parties; and
• backup, recovery, and incident response procedures.

However, no system can guarantee absolute security. If Luggo becomes aware of a personal data protection violation that may cause harm, Vietnamese law now contemplates notification and response duties, including a 72-hour notification rule in certain cases.

Luggo does not intentionally collect Personal Data of children or persons lacking full civil act capacity except where necessary for a lawful transaction. Where such processing occurs, it shall be carried out on an appropriate legal basis and, where required by law, with the participation or consent of the legal representative.

Luggo’s website and application may use cookies and similar technologies to:

• maintain login sessions;
• remember user preferences;
• measure website or application performance;
• analyze traffic and usage;
• detect errors, fraud, or abnormal access.

Users may adjust browser settings to reject some or all cookies. However, disabling cookies may affect certain features or functionality of the website or application.

For any request, question, complaint, or exercise of data subject rights, please contact:

Luggo / BoxLok
Address: 108 Street # 69CL, Cat Lai Ward, Ho Chi Minh City<
Email: luggo.vn@gmail.com
Hotline / WhatsApp: +84 966 23 21 22
Website: www.luggo.vn

Luggo will receive, review, and respond within a reasonable period in accordance with applicable law and Luggo’s internal procedures.

8.17 Amendments

Luggo may amend or update this Policy from time to time to reflect changes in law, business operations, technology platforms, or internal governance requirements.

The updated version will be published on Luggo’s website, application, or other appropriate channels. The revised version will take effect from the date of publication or another date specified in the notice.

8.18 Effective Date

This Policy is effective from 1/4/2026.